1. COMMUNICATIONS PROCESS

2. Overview Definition of communication
Elements of the communication process
Modes of Communication
Types of human communication
Barriers to Communication
Elements to effective/active listening
Benefits of Effective Listening
Methods for Improving Listening Skills
Effective Feedback
Reasons for giving & receiving feedback
Guidelines for giving feedback
Description of the types of human communication
Barriers of Communication

3. Communication
Communication is the exchange and flow of information and ideas from one person to another. All parties must participate to complete the exchange of information.

4. Elements of the Communication Process
Sender
Message
Receiver
Feedback
Environment

5. Modes of Communication
Verbal Communication
Written communication
Oral communication
Non Verbal Communication
Body language
Touching
Eye Contact/Facial
expressions
Culture
Assertiveness
Honesty

6. Types of Human Communication
Intrapersonal : Used to think, reason, analyze, reflect and increase self awareness.
Interpersonal: Between two or more people or groups of people.

7. Barriers to Communication
Physical Barriers:
Environment
Objects
Distance
Temperature
Physical Health

8. Barriers to Communication cont.
Perceptual/Emotional Barriers:
Past Experiences
Hidden Agendas
Stereotypes
Anger
Fear
Surprise
Cultural Barriers

9. Elements to Effective/Active Listening
Receiving: Hearing
Attending: Giving attention to what was said
Understanding: Processing what was said
Responding: Giving feedback to the sender

10. Benefits of Effective Listening
Improves Communication
Puts you in control of the situation
Minimizes Conflict
Shows that you care
Enhances Understanding
Improves Memory

11. Methods for Improving Listening Skills
Try to understand the intent and listen for main points.
Have a reason for listening.
Listen now, clarify later.
Concentrate on the message, not the person.
Resist distractions.
Suspend judgment.

12. Verbal or nonverbal communication to a
Effective Feedback
Verbal or nonverbal communication to a
person or group providing information as to how their behavior is affecting or influencing you.

13. Reasons for Giving & Receiving Feedback
Personal growth
Find out about self
Gain insight
Open environment

14. Reasons for Giving & Receiving Feedback
When the other person has indicated willingness to receive it.
Unsolicited feedback
Use terms that describe other’s behavior with the least amount of interpretation and that accurately describes the behavior.
Be timely

15. Guidelines for giving Feedback
Specific rather than general
Focused on behavior
Takes into account the needs of the receiver
Solicited
Sharing of information rather than advice
Well timed
Involves the amount of information receiver can use
Checked for clear communication
Observe not Judge

16. How to receive Feedback
Be non-defensive
Ask for more information
Say that you do not want feedback

17. What to do with Feedback
Think about it
Use it
Forget it

18. Summary Definition of communication
Elements of the communication process
Modes of Communication
Types of human communication
Barriers to Communication
Elements to effective/active listening
Benefits of Effective Listening
Methods for Improving Listening Skills
Effective Feedback
Reasons for giving & receiving feedback
Guidelines for giving feedback